Resolving transaction problems in the Resolution Center
If you ever have a problem with a sale, we can help with resolution guidelines, programs, and services. Our Resolution Center is the place to resolve any transaction problems you may have.
While you use the Resolution Center to resolve unpaid item cases, the process is slightly different. If you're a seller whose buyer hasn't paid, follow the unpaid item process.
If you have a problem regarding Feedback or identity theft, visit Customer Support.
Working it out in the Resolution Center
Open a case in the Resolution Center to work things out with your trading partner. We'll help track and resolve your case.
As a buyer, the Resolution Center will help you when:
You pay for and receive an item, but it doesn't match what was described in the listing. For example, the listing says it's new but it looks used, or the listing says it's a book, but it's a DVD.
You pay for an item but don't receive it. You may be covered by the eBay Money Back Guarantee for your purchase plus original shipping costs.
Occasionally, eBay Customer Support may handle the case and resolve the problem.
As a seller, the Resolution Center will help you when:
Responding to a case
The Resolution Center process:
Your trading partner lets us know about a problem by submitting a case in our Resolution Center.
You receive an email from us describing the case.
Read about the issue and click Respond Now.
On the Resolution Center – Case details page, fill in your information and click Submit response.
You receive a confirmation that your response has been sent to your trading partner.
Keep communicating with your trading partner until you've resolved the case.
To help us keep track of your communications, respond to the case only as indicated by the emails through the Resolution Center.
If you aren't able to work things out with your trading partner, we'll review the case and determine an outcome—such as a refund, transaction reversal, or requirement to complete payment. There may also be other resolutions.
Track the case in the Resolution Center.
Responding to the correct version of the listing
It's possible that there is more than one version of a listing. To make sure that your case is for the correct version, click the View purchased item description link in the Item details box.
Timing is important
There are timing windows for opening an eBay Buyer Protection case, being credited for certain fees, or taking certain actions in response to a case. You'll receive this information when you file a case in the Resolution Center. It's important to work with your trading partner to resolve the problem quickly in order to meet all deadlines.
If you're a seller and you don't address your trading partner's concerns, or don't respond within the time specified, the case could be sent to us for review.
If you're a seller:
You have 3 business days to respond to a case for an item that hasn't been received, or that doesn't match the seller's description.
If you're a buyer:
For unpaid items: You have 4 days to pay once you've been notified that a case has been opened. If you don't respond, the unpaid item could be recorded on your account, which can lead to account restrictions or suspension. If you've had a problem with your purchase, contact us so we can help.
If you haven't received an item: You can open a case after the estimated delivery date has passed. You must open a case within 30 days of the estimated delivery date.
If you received an item and it doesn't match the seller's description: You can open a case after receiving the item. You must open a case no later than 30 days after the actual (or latest estimated) delivery date.
If no estimated delivery date is available, we consider the latest estimated delivery date to be 7 days from the payment date for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.
If 3 business days have passed since you opened a case, and the seller hasn't responded, you can escalate the case to Customer Support. We'll review the case and may give you a refund up to the purchase price plus original shipping.
If we don't hear from you within 30 days of opening a case, we'll assume the case has been resolved and we'll close it with no additional action.
Once a case has been closed, it can't be reopened.
Learn more about eBay Buyer Protection timelines.